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Work Background
Surge and SparkChief Executive Officer
Apr. 2023Surge & Spark was founded when Nicole recognized a critical need within the small business community: the creation of strong systems, processes, and procedures, paired with detailed training documentation. With over 15 years of corporate experience and a deep understanding of business management, customer service, and SOP development, Nicole brings a wealth of expertise to her clients. However, Nicole’s approach goes beyond business optimization. She places a strong emphasis on the customer experience, ensuring that her clients understand its vital role in driving growth and long-term success. What truly sets Surge & Spark apart is Nicole’s unique ability to blend her corporate experience with her lived experiences and her role as a Reiki practitioner. This powerful combination allows her to offer programs that not only enhance your professional life but also elevate your personal well-being. At Surge & Spark, you’ll experience the transformative power of strategic coaching combined with holistic wellness practices. Nicole’s approach guides you toward confidence in both life and business, helping you achieve success in every aspect of your journey.
Allstates WorldCargoLogistics Specialist
Nov. 2022 - May. 2023New Jersey, United States
TRAC IntermodalCustomer Service Manager
Jan. 2020 - Jul. 2022Princeton, NJAs Customer Service Manager at TRAC Intermodal, I led a team of four, focusing on improving customer satisfaction and building strong relationships. I successfully increased the resolution rate at first point of contact from 76% to 98%. I played a key role in designing, testing, and launching new systems, including Salesforce and in-house platforms. Additionally, I handled escalations, oversaw KPIs, trained staff, onboarded new customers, and collaborated with cross-functional teams to enhance service quality and customer retention.
TRAC IntermodalCustomer Service Supervisor
Jan. 2017 - Jan. 2020Princeton, NJAs Customer Service Supervisor, I led a team of four representatives, reporting directly to the VP of Customer Support. I improved the first-contact resolution rate from 76% to 98% and played a key role in testing and implementing new business platforms. I also handled escalations, trained staff, ensured KPI targets were met, and collaborated with various departments to enhance service delivery. My responsibilities included onboarding new customers, providing proactive outreach, upselling services, and maintaining operational knowledge across different markets.
TRAC IntermodalCustomer Service Representative
May. 2015 - Jan. 2017Princeton, NJAs a Customer Service Representative, I monitored and responded to high-priority emails and phone inquiries related to costs, invoicing, and equipment availability. I managed inventory updates for multiple terminals, researched chassis information, and communicated with management to address daily issues. I also created a training manual for customer service reps and produced tutorial videos for TRAC Connect & EZBook, enhancing customer education and onboarding. https://www.youtube.com/watch?v=50nagnaBv0Q
A.T.N.M. Corp.Operations Manager
Sep. 2014 - May. 2015Briarcliff Manor, NYAs Operations Manager, I handled inbound calls related to industrial and commercial accounts, prioritizing and dispatching units for services. I created and managed daily industrial routes, scheduled services, and ensured safe conditions for drivers. I coordinated with sales and drivers to address customer inquiries, pricing, and service issues, and processed credit card payments. Additionally, I debriefed drivers, managed records in QuickBooks, and ensured the smooth operation of day-to-day logistics while maintaining communication across departments.
Republic Services IncInside Sales Representative - Midco Waste Systems
Aug. 2012 - Sep. 2014New Brunswick, NJAs an Inside Sales Representative, I developed and maintained knowledge of the company’s services, pricing, and additional offerings. I managed a book of approximately 700 accounts, focusing on customer retention, increasing revenue, and improving profit margins through contract renewals and additional services. I handled customer calls related to service issues, pricing, and changes, while collaborating with sales and operations to ensure service standards. In 2013, I achieved 138% of my sales goal and was certified in the company’s Return On Investment program and completed a course in professional selling skills.
Republic Services IncDispatcher
Oct. 2009 - Aug. 2012Brunswick, GAAs a Dispatcher at Republic Services, I managed and prioritized calls for industrial, commercial, and residential services, dispatching units efficiently. I created routes and schedules for permanent and temporary services while coordinating with drivers and sales to resolve safety issues. I collaborated with maintenance to ensure equipment compliance, handled route optimization projects, and managed service standards. I also processed maintenance records and debriefed drivers daily to ensure accurate reporting and operational efficiency.
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